Naasreen Shah

Naasreen Shah bin Kammarul Rawang |- |- Professional Summary Customer Service & Data Analyst Hybrid with 8+ years of experience enhancing contact center operations through actionable data insights and frontline execution. Skilled in CRM systems, Excel automation, and KPI reporting. Proven track record in improving operational efficiency, agent performance, and customer satisfaction. Key Skills     Data Analysis & Reporting: Excel (Pivot Tables, VLOOKUP, Charts), Google Sheets (automation, dashboards) Call Center Operations: KPI development, CRM systems, inbound/outbound optimization Communication & Leadership: Team mentoring, donor engagement, training delivery Other Tools: Basic SQL | PowerPoint | Customer Journey Analytics Professional Experience Cancer Research Malaysia – Telefundraiser Subang | Sept 2024 – Present   Engaged potential donors via calls and NGO events to promote cancer awareness talks and raise funds. Enhanced public engagement during face-to-face outreach, contributing to fundraising goals. Shopee – Courier Driver Selayang | May – Aug 2024   Delivered parcels with optimized routing and maintained accurate delivery logs. Ensured on-time delivery while maintaining customer satisfaction. SK magic – Senior Data Analyst Kuala Lumpur | Apr 2023 – Apr 2024    Created and automated KPI reports for call center teams (Inbound, Outbound, QA, etc.) using Google Sheets & Excel. Improved operational efficiency by 10% and led CRM system creation. Introduced new performance dashboards, enabling data-driven decision-making. myTukar Sdn. Bhd – Senior Customer Service Glenmarie | May 2022 – Mar 2023   Managed 100+ customer calls daily and scheduled 20+ appointments. Built a Google Sheet tracker for agent performance, improving monitoring by 15%. Carsome Sdn. Bhd – Customer Service Executive Subang | Nov 2021 – May 2022   Maintained 4.5/5 CSAT by providing detailed product support and appointment scheduling. Handled 80+ daily calls and delivered consistent follow-up support. Tan Chong Motor Holdings Berhad – Customer Service Officer Kuala Lumpur | Oct 2016 – Nov 2021    Conducted customer surveys for 61 branches, contacting 1,000+ clients monthly. Trained new team members, cutting onboarding time by 50%. Led a team of 4 and improved service quality, boosting customer satisfaction by 5%. Education Upper Iowa University  Bachelor of Science (BSc) in Business Administration – Graduated May 2017 Awards   Appreciation Award – SK Magic (Jan 2024) Appreciation Award – Tan Chong Contact Centre (Oct 2019) References Available upon request